Customers come second
... employees come first. Back in 2002, I read an interesting book called The Customer Comes Second: Put Your People First and Watch 'em Kick Butt by Hal Rosenbluth and Diane Mcferrin Peters. The premise: If you take care of employees, they'll take better care of customers. SAS seems to be proof of this. Jim Davis, Senior Vice President and Chief Marketing Officer for SAS in Cary, NC, writes:
Satisfied employees stay longer, get better at their jobs, learn more about SAS products and the ways people use them, develop stronger relationships with our customers, and are ultimately better able to do the work that provides real value for our customers.
What are you doing today to make front-line employees evangelists for the company and its products?
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